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General Manager - Site in Carlisle, PA at TravelCenters of America

Date Posted: 7/9/2020

Job Snapshot

Job Description

Job Brief

The General Manager leads and develops a team of Profit Center Manager (PCMs) to drive the overall results of the entire travel center location. The position is also responsible for providing the proper training, development, and supervision of PCMs to ensure the profitability, environmental protection, site maintenance, safety and efficient operation of the travel center according to Company policies.

Duties and Responsibilities

  1. Ensures that programs are properly implemented and maintained to ensure the safety of customers and employees.
  2. Recruits and selects new site management employees capable of meeting or exceeding Company performance standards.
  3. Ensures the PCMs are properly staffing their departments with qualified employees to maintain the designated hours of operation. Reviews staff scheduling with PCMs to achieve labor standards set by the Company including those concerning overtime.
  4. Ensures the PCMs are giving hiring, orientation and training employees the highest priority. Also ensures PCM/APCMs are personally conducting location orientation for new employees.
  5. Directs PCMs to ensure all location employees complete mandatory training and receive on the job training. Monitors development progress and recommends additional training as necessary for site PCMs/ACPMs. Identifies cross training needs.
  6. Assesses performance of PCMs, completes appraisals of direct reports and recommends for advancement and merit increases.
  7. Communicates work assignments and responsibilities to PCMs, follows up on completion of responsibilities, coaches, develops and trains managers to ensure performance measures and location standards are met or exceeded and to raise individuals’ levels of performance. Takes corrective action when management performance remains unsatisfactory. As necessary, initiates disciplinary action, up to and including, termination.
  8. Develops an open door atmosphere that is conducive to receiving feedback.
  9. Ensures all customer complaints are addressed promptly and develops ways to reduce or eliminate their reoccurrence. Personally contacts customers when appropriate.
  10. Actively solicits employee and customer input to improve location operations.
  11. Ensures awareness and compliance with all federal, state and local regulations that impact operations.
  12. Ensures accurate and timely completion and submission of reports, personnel records, time sheets, price surveys and others as directed.
  13. Leads PCMs to implement and maintain corporate programs and procedures according to guidelines.
  14. Directs PCMs in their work activities to meet or exceeds budgeted goals.
  15. Aids in overall location supervision as needed.
  16. Supervises the total function of a travel center which operates multiple profit centers and which may operate 24 hours per day, 365 days per year.
  17. Aids the Senior Vice President/District Manager/Regional Operations Specialist by monitoring competitors’ fuel prices and regular non-fuel prices.
  18. Prices fuel and non-fuel merchandise in accordance with established pricing instructions.
  19. Maintains awareness of other competitive practices that could have an impact on business.
  20. Monitors fuel sales performance.
  21. Maintains fuel and non-fuel inventory levels with the guidelines established for the location ensuring full selection and no run outs.
  22. Leads PCMs to adequately and effectively maintain and safeguard Company property, equipment, funds and merchandise and ensure all loss prevention and audit policies are properly executed.
  23. Manages location operations while controlling operating expenses within established budgets. Holds PCMs accountable for achieving hour and overtime targets.
  24. Leads management team and employees to understand and comply with all wage and hour obligations. Ensures time records are complete and accurate and non-exempt employees are compensated for all time worked.
  25. Supervises PCMs to implement home office promotions in profit centers and promotional menu items in the restaurant to enhance sales.
  26. Knows the basic operation of all computer inventory systems and reports in all profit centers. Is able to accomplish POS system transactions efficiently when necessary. Ensures PCMs have trained employees in POS system transactions.
  27. Ensures location staff, property and premises always project a pleasing and welcome appearance, that all aspects of housekeeping are in order and anything needing attention is thoroughly and promptly remedied.
  28. Seeks to maintain and elevate superior customer relations at all times through a team that provides fast, friendly service at a safe and clean location.
  29. Develops and implements programs that recognize and reward outstanding customer service performed by employees. Sets an example of outstanding customer service.
  30. Ensures PCM work activities meet all brand standards.
  31. Works with DM and PCMs to develop succession plan for departments and ensures employees are provided with development opportunities for career growth.
  32. Responsible for accurate forecasting of total site results and achieving budgeted site EBITDA.

Qualifications

  1. Associates degree in Business Administration or related field or relevant experience in business operations.
  2. Minimum 3+ years’ experience with supervising manager-level employees.
  3. Ability to analyze financial reports (e.g., understand the calculations on the P&L, coverage ratio, budget & expense reports, etc.) to create positive financial results at all times.
  4. Exhibit strong verbal and written communication skills to deliver information clearly and effectively to customers and employees.
  5. Ability to perform all non-management functions to assist when needed.
  6. Demonstrate proficient customer service skills to provide best in class service.
  7. Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
  8. Ability to interpret a variety of instructions and proactively complete assigned duties.
  9. Must possess and maintain a valid driver’s license with appropriate insurance coverage and acceptable driving record.

Working Conditions / Physical Requirements

The position will be required to lift and carry merchandise items weighing up to approximately 50 pounds and climb a ladder to reach supplies stored in overhead areas as well as to inspect for cleanliness. Must have the ability to regularly stand/walk for up to ten (10) hours/day and sit for periods up to four (4) hours/day. Operate computer equipment efficiently. Good hand coordination, fine motor skills and manual dexterity. Must be able to work irregular hours in exterior and interior conditions. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. All performed with or without a reasonable accommodation.

Disclaimer

This job description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. TA Operating LLC reserves the right to revise the job description at any time. This job description is not a contract for employment, and either the incumbent or TA Operating LLC may terminate employment at any time, for any reason

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